Why are you so tolerant? Towards the relationship between consumer expectations and level of involvement

Filho, Evadio Pereira; Añez, Miguel Eduardo Moreno

doi:10.1016/j.jretconser.2021.102467

Cited by 5 publications

(4 citation statements)

References 35 publications

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“…It appears that in this context, disconfirmation sensitivity represents a type of involvement or importance of food in the individuals' lives. Previous studies suggested that involvement could contribute to heightened expectations (Pereira Filho & Moreno Añez, 2021), which supports this finding. Contrary to previous research, the expected negative effect of disconfirmation sensitivity on expectations did not occur in either sample.…”

Section: Discussionsupporting

confidence: 86%

“…In the context of this study, subjective knowledge of food may be viewed as an indicator of involvement, in the sense that both represent how important food is to the consumer. Given knowledgeable consumers' tendency to judge products by higher standards (Alba et al, 1994), and recent research on involvement (Pereira Filho & Moreno Añez, 2021), we hypothesize that subjective knowledge has a positive association with expectations of institutional food. However, we expect the positive effect to be stronger for normative expectations, compared to predictive expectations.…”

Section: Theoretical Foundationmentioning

confidence: 95%

“…These findings indicate that subjective knowledge may increase consumers' standards, confidence, and attitudes toward a product or behavior. Although research on how subjective knowledge influences expectations is lacking, recent studies have found a positive association between involvement and expectations (Krishnamurthy & Kumar, 2018; Pereira Filho & Moreno Añez, 2021). In the context of this study, subjective knowledge of food may be viewed as an indicator of involvement, in the sense that both represent how important food is to the consumer.…”

Section: Theoretical Foundationmentioning

confidence: 99%

“…Thus, although the effect of internal factors on other consumer constructs, such as attitudes, intentions, and persuasion (Bai et al, 2019; Chen, 2007; Chen & Lee, 2008; Haugtvedt et al, 1992), is well‐established, there is a need for research on how internal factors influence consumer expectations. Previous studies have suggested that internal traits such as need for cognition (Webster, 1989), involvement (Krishnamurthy & Kumar, 2015; Pereira Filho & Moreno Añez, 2021), disconfirmation sensitivity (Kopalle & Lehmann, 2001), and temporal orientation (Kopalle et al, 2010) might influence expectations. There is, however, a lack of studies that empirically investigate the influence of several internal factors on various types of consumer expectations.…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

What drives consumer expectations for institutional food? Identifying antecedents of normative and predictive expectations in baby boomers

Andreassen,

Gjerald

2023

J of Consumer Behaviour

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Consumer expectations play a crucial role in shaping consumer experiences, and it is important to understand what factors contribute to these expectations. However, there is limited research on the factors that influence expectations, particularly internal factors. Additionally, few studies differentiate between types of expectations and their underlying causes. This study focuses on normative and predictive expectations related to institutional food and examines how individual psychological factors (such as entitlement, subjective knowledge, and sensitivity to disconfirmation) and sociocultural factors (like word of mouth and temporal focus) influence these expectations. The researchers used surveys to collect data from two different groups of baby boomers in Norway, with a total of 300 participants in each group. The findings reveal that normative and predictive expectations for institutional food differ in their content, and individual psychological and sociocultural factors affect different types of expectations. Individual psychological factors have a stronger influence on normative expectations, whereas sociocultural factors primarily impact predictive expectations. Further research should explore the relationship between the content of expectations and their drivers in other contexts. This study contributes to our understanding of the factors that shape consumer expectations, particularly in non‐hedonic consumption experiences.

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Section: Discussionsupporting

confidence: 86%

Section: Theoretical Foundationmentioning

confidence: 95%

Section: Theoretical Foundationmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

What drives consumer expectations for institutional food? Identifying antecedents of normative and predictive expectations in baby boomers

Andreassen,

Gjerald

2023

J of Consumer Behaviour

View full text Add to dashboard Cite

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More expectations, more disappointments: Ego depletion in uncertain promotion

Tang

Zhou

Chen

et al. 2022

Journal of Retailing and Consumer Services

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How to offer good service? A study on behavior of consumer expectations over time in educational service

Pereira Filho,

Añez,

Nobrega

et al. 2024

IJQRM

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PurposeThis article evaluates how consumer expectations evolve over time and if three antecedents (negative experiences, alternative attractiveness and level of visitation) explain possible changes in expectations.Design/methodology/approachA conceptual model is structured with six hypotheses that are tested through articulated studies. First, a study with a longitudinal approach is developed and applied to a sample of students. Data collection is carried out over three periods and a latent growth model (LGM) is applied. Further ahead, another essay is developed to reexamine the moderating role of corporate image and level of visitation on the effect of negative experiences on expectations. For this, the role-playing approach is applied.FindingsStudy 1 reveals that patterns of expectations change from one service meeting to another, and these mutations are influenced by negative experiences and alternative attractiveness. Three pieces of evidence are highlighted. First, negative experiences produce contradictory and simultaneous movements in consumer expectations. Negative experiences reduce desired expectations and, at the same time, increase adequate expectations. These effects change in magnitude because of the corporate image. This confirms the moderating role of the corporate image in the relationship between negative experiences and expectations. This does not happen with the level of visitation, in which the moderating function is not sustained. The findings about moderating effects are confirmed by Study 2. Second, as customers have alternative companies, the minimum level of expectation rises. Alternative attractiveness positively impacts only adequate expectations. Third, the results do not support the relationship between the level of visitation and expectations. This reveals that more frequent customers do not necessarily have higher expectations.Originality/valueThis paper is the first to provide empirical results about the moderating effects of corporate image and level of visitation on the relationship between negative experiences and expectations.

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Why are you so tolerant? Towards the relationship between consumer expectations and level of involvement

Cited by 5 publications

References 35 publications

What drives consumer expectations for institutional food? Identifying antecedents of normative and predictive expectations in baby boomers

What drives consumer expectations for institutional food? Identifying antecedents of normative and predictive expectations in baby boomers

More expectations, more disappointments: Ego depletion in uncertain promotion

How to offer good service? A study on behavior of consumer expectations over time in educational service

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